Refund and Returns Policy

Last Updated: November 2025

Thank you for shopping with Velstoria.com.
We value your satisfaction and aim to make every shopping experience smooth and enjoyable.
If for any reason you are not fully satisfied with your purchase, please review our refund and return policy below.

1. Eligibility for Returns

You may request a return or exchange within 14 days of receiving your order.
To be eligible for a return:

• The item must be unused and in the same condition that you received it.

• It must also be in the original packaging.

• Proof of purchase (order number or invoice) must be provided.

Certain types of products are exempt from being returned for hygiene or custom reasons (e.g., personalized items, opened packaging, or perishable goods).

2. How to Request a Return

To start a return, please contact our support team at info@velstoria.com.
Once your return is approved, we will provide the return address and instructions.

Please do not send any product back without contacting us first. Unauthorized returns may not be accepted or refunded.

3. Refund Process

Once your returned item is received and inspected, we will notify you via email regarding the status of your refund.
If approved, your refund will be processed within 5–10 business days, and the credit will automatically be applied to your original method of payment.

💳 Note: All payments are securely processed through Stripe. Velstoria does not store or access your full payment details.

Shipping costs are non-refundable unless the item was damaged or sent in error. If you receive a refund, the original shipping fee may be deducted.

4. Exchanges

We only replace items if they are defective, damaged, or incorrect.
If you need to exchange an item for the same product, email us at info@velstoria.com with your order number and issue details.

5. Late or Missing Refunds

If you haven’t received a refund after 10 business days:

1. Check your bank account again.

2. Contact your credit card company — it may take some time before your refund is officially posted.

3. Then contact your bank.
   If you’ve done all of this and still haven’t received your refund, please contact us at info@velstoria.com.

6. Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery.
Attach photos of the damaged item and packaging when contacting us. We will arrange a replacement or full refund.

7. Shipping for Returns

You will be responsible for paying your own shipping costs for returning your item, unless the return is due to our error.
We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.

8. Contact Us

For any questions or concerns regarding returns or refunds, please contact us at:
📧 info@velstoria.com
🌍 https://velstoria.com
📍 London, United Kingdom